Affiliate account closed for life?

[Carly]

Hi,

I am sorry for not replying sooner. I have just returned from New York and before that was in Vegas attending the Affiliate Summit. Unfortunately I have not had the time I would have liked to reply to you all.

At this stage I do not know why your account has been closed. I will go down to our Payments Department tomorrow at work and find out and let you know as soon as possible.

Please bear with me and I do hope to have an answer for you soon.

Best,
Carly

Welcome back from all your travels Carly. Todd I agree that the email was probably a bit frusterating and more than likely automated and set off by a red flag of some sorts.

I'm certain once they review your account and realize that you have not done anything wrong you should be re-instated. I had this same type of thing happen to me with a site that I sent over 700 players to in 2005 a few months ago. In my case though it was cause a friend played from his account at my home. The system picked up two accounts being played on from my I.P. and froze my account including my affiliate account. Nonetheless when I finally spoke with my AM and got it sorted out, my account was unfrozen.

I see why these rooms have automated safety nets..........but sometimes it is a bit of a nuisance.

Now that Carly is back I'm sure it will get worked out.

[Carly]

Hi,

Thanks for your patience. I have contacted our Payments Team who actually before I even asked about this had unblocked the accounts yesterday.

Just as we thought they were automatically flagged for security reasons. This does not necessarily mean anything final, just that more investigation is necessary in order to verify that all is ok. I understand that this is frustrating but it is really done so with the best intent.

As both accounts were checked out to be fine, the money was paid out yesterday. There was a problem with one of the Neteller accounts though which is why one of these was not paid then.

This is all sorted out now, and both payouts have been processed and accounts unblocked.

Once again, please accept my apologies for the confusion, and not being able to get right on this.

Let me know if there is anything more I can do to help.

Best,
Carly

[Georgia Poker]

Thanks Carly, I did see the payment hit my account today.

In the future, it may be wise to simply send a personal message to someone whose account may be in questions based on security flags. To receive a message stating that your account has been frozen and will not be re-opened is not a very pleasant experience. Especially when you've done nothing wrong.

Thanks again for clearing this up for me.

[GoodKarmaKid]

For a computer generated email, the text and meaning of the email was way to harsh and one-sided.

You really should have a native-english speaker rework the auto-generated email so that it conveys PokerRoom.com's point but not in such a harsh tone. The way the email comes across is that there is basically nothing the affiliate can do about the problem, Pokerroom is is closing your account, end of story.

It would be much better to include phrases like "If you believe this message to be in error, please contact us so that we can resolve the issue.", etc

[Carly]

Hi,

Yes it does sound that way. I will speak with the Payments Department regarding this, as in these cases as we have seen it turned out to be just a precautionary measure.

Thanks for all your feedback.

Best,
Carly

[Randy72560]

Hey Carly,

Can you clear up my account. they said they were going to pay me, but they didn't. I've sent more emails with no response.

The last thing they sent but said the player did not have 100 points, but he does. Then they said ok they'll pay and then they said sorry not enough points. But he has 102!

I don't know what to do!

[Carly]

Yes I agree with this. I have been in contact with our Payments Department and have expressed that I/we feel this way.

In the small number of cases when there is indeed a problem, then such an email is warranted but when the accounts are simply flagged for security purposes and need to be checked into further, another email should be sent instead explaining this.

Best,
Carly

[Carly]

Randy72560,

Please let me know your affiliate id and I will look into this.

Thanks,
Carly

[pokermac]

I agree.

I had my account closed at Pacific - because I tried to withdraw from Europe and not the states.

Spoke with them, Issue resolved -- a la Carly.

IMHO it is better to have security like this in place protecting us, although the language could be more pleasant.